Exams Madrid is part of Assessment and Certification Services, S. L., dedicated exclusively since 1997 to the organisation administration and promotion of the Cambridge Assessment English Examinations in the Community of Madrid, Catalonia and the Balearic Isles.

We provide an
extensive calendar of paper based and computer based examination
sessions from the Young Learners English Tests (YLE) to Cambridge English: Proficiency (CPE).
We also organise an extensive support programme for schools and
teachers as well as information sessions, award ceremonies and support
for candidates.

The administration and promotion of the Cambridge English Exams by our organisation has been recognised for its quality and excellence over the years. Our centre in Catalonia is one of the few Cambridge Assessment English Platinum Centres and is the only centre in the world to date to have won three awards, one at each "Platinum Centre of the Year" editions. We have also received the most finalist nominations - a total of 7.

Assessment and Certification Services, S.L.Platinum Centre of the Year 2013, 2014 & 2015

2012

2013

2015

Exams Madrid receives award from Cambridge Assessment English

Exams Madrid Exams Madrid received an award at the 6th Cambridge English Spain & Portugal CEM Conference on 25 and 26 October 2018 in Ávila. The award was for “a successful first year delivering a range of Cambridge English Exams in Madrid, attaining spectacular results in a very short period”.

We are delighted with this prize and the recognition of work that our team has carried out in the Community of Madrid during our Exam Centre’s first year in the region.

The organisation

Cambridge English Language Assessment is a department of
Cambridge University and part of the Cambridge University Local
Examinations Syndicate. It is a not-for-profit organisation with more
than 150 years' experience developing and organising the highest quality
English exams in the world.

The exams

Cambridge English exams are the world's leading range of language exams
with over 5 million candidates a year in 130 countries offering exams at
all levels from A1-C2, tests of Business English, English for Young Learners and Teaching awards.
The Cambridge English team includes over 300 specialist staff and more
than 30 dedicated researchers.

Cambridge Exams are recognised by over
15,000 employers, universities and government bodies worldwide and they
are based in quality and fairness including rigorous security, quality
control and assessment procedures.
Visit the Cambridge English Recognition webpage.

Our team

Cambridge Assessment English Exam Centre ES459Madrid

Michael TerryCentre Examinations ManagerOriginally
from Melbourne, Australia, Michael has been working in English language
teaching for around 20 years, first as a teacher and then as a Director
of Studies.
Along the way he has also worked as a Speaking Examiner for Cambridge
English and a materials writer for Macmillan. He holds a Masters in
Applied Linguistics (TESOL) from Macquarie University, Sydney.

Sandra HernandezMadrid Office AdministratorSandra is a qualified primary school teacher with a master's degree in bilingual education. She began to collaborate with Exams Madrid in 2016 during the CAM (Comunidad de Madrid) Project which delivers Cambridge English Exams in state schools. She has worked as a university professor at the University of Alcalá's Franklin Institute where she also coordinated activity and travel programmes as well as national and international educational and public events.

Support Services

Erin Van de HeyHead of Support ServicesAfter a stint in corporate America, Erin came to Barcelona in 2006 for a fresh start and has been here ever since. Having obtained a Cambridge CELTA, she worked as an English teacher and exam invigilator/speaking examiner for four years before joining the team in 2010.

Helen SmithHead of OperationsHelen
is from Nottingham in the United Kingdom. She completed her CELTA at
The Lewis School in 2002. She has worked as an English teacher in
Barcelona and Manresa teaching young learners, teenagers and adults at a
variety of levels as well as preparing students for Cambridge English
exams and teaching business English. She worked for eight years as
coordinator and Director of Studies.

Caroline LewisHead of Business DevelopmentCaroline read Spanish and French at Edinburgh University and taught ESOL in Córdoba, Zaragoza and Barcelona. She opened her own language school and
teacher training centre in 1985 and managed and developed this business
for over 30 years. She was Centre Exams Manager from 1997 to 2016 and helped the centre to grow and build a
reputation for innovation, quality and flexibility throughout the
region. She began to focus exclusively on business development at the beginning of 2016.

Fran AstigarragaHead of MarketingFran
read Law at Barcelona University and holds a Masters degree in Human
Resources. He began his career in banking and he
worked in a number of different departments of the catalan
administration over several years including the organisation and
administration of entry examinations for civil servants. He began
collaborating with the exams centre in 1997 and since 2004 works
exclusively in the planning, promotion and development of the Cambridge
English examinations as Director and Managing Partner of the centre.

We want our customers to have the best possible experience when working with us. Our staff is committed to your success and to making sure that candidates reach their full potential.This Charter sets out the high standards and level of service that you can expect.

Customer Service ObjectiveOur objective is to provide a high quality, professional service to our customers which exceeds their expectations. We will achieve this by listening to our customers’ needs and promptly providing practical, clear and accurate information.
We will strive to ensure that all our customers are satisfied and we will measure satisfaction levels regularly and publish the results. We will act promptly to resolve any issues or concerns as soon as they arise.

Our CommitmentOur customers interact with us in a variety of different ways. In all our interactions with our customers, we want to make sure they feel appreciated and valued.

We are committed to providing the following services:

Contact with us will leave our customers feeling welcomed, valued and respected.

Telephone calls and enquiries will be answered in a polite and efficient manner.

Our support services will be available by telephone and in person during normal office hours.

Our website will be regularly updated with details of exam dates, prices and places where you can take our exams.

Written and Online communications will be professional, clear, accurate and up‐to‐date.

Our employees will be professional, proactive and responsive. Staff will be clearly identified ideally with an ID badge.

Exam guidance will be readily available. We will provide our preparation centres with all the necessary support for Cambridge English exams.

Feedback from our customers will be used to help us continuously improve our customer service.

Complaints will be managed promptly, handled sensitively and concluded within an agreed timescale. We will not treat candidates any differently if they have a complaint.

Premises and exam venues will be clean, accessible, safe and welcoming for all candidates.

Registration process will be simple and efficient. Registration will be open for as long as possible to offer an enhanced service.

Information, exam materials and data will be treated in a confidential and secure manner.

Costs for exams will be published and easily accessible. We will let candidates know as soon as possible about any extra costs such as late entry fees.

Our standardsWhen you phone us:

We aim to answer calls promptly. We will always give our names and will try to answer queries straight away if we can.

If we don’t know the answer to a question, we will take a message and respond within two working days. If the person you want is not available in this timescale, we will ensure someone else who will be able to help you instead, responds to you in the same timescale.

If you leave a message on an answer phone during our working hours, we will call you back within three working hours.

When you write to or email us:

We aim to respond with an answer as soon as possible and will always reply within two working days.

If you have a complaint, you can write to info@exams-madrid.com or speak to a member of our staff. Complaints will be acknowledged within two days of receipt. Once we have received full details of your complaint, our promise is that we will do everything we can to respond fully to your issue within thirty days. Whatever happens, we will keep you informed.

We will make sure our email in­boxes are checked regularly during the working day.

When you write to or email us:

We aim to respond with an answer as soon as possible and will always reply within two working days.

If you have a complaint, you can write to info@exams-madrid.com or speak to a member of our staff. Complaints will be acknowledged within two days of receipt. Once we have received full details of your complaint, our promise is that we will do everything we can to respond fully to your issue within thirty days. Whatever happens, we will keep you informed.

We will make sure our email in­boxes are checked regularly during the working day.

When you visit our premises:

A member of staff will always be ready to greet you punctually in reception.